Viking Sport Cruiser / Princess Yachts

Customer Service Representative; Warranty Concierge

Job Summary: Warranty Concierge

Investigate and respond to customer inquiries regarding performance of mechanical, electrical, carpentry and other repairs for yachts. Schedule boat arrival, work to be performed and follow-through to completion and delivery. Provide expert technical instruction, problem-solving support and make recommendations for corrective action. Ensure each task or project is prepared and work is completed within budget and schedule. Works independently to complete assignments.

Essential Duties:

1. Speak with customers by phone, email and in person concerning work to be performed and create work order as necessary.

2. Determine if work is covered by warranty or requires customer payment.

3. Confirm type of payment with owner or owner’s representative.

4. Provide recommendations for repairs and new equipment.

5. May troubleshoot systems’ problems remotely with owner or owner’s representative.

6. Schedule outside qualified service technician and subcontractors to perform work as necessary when unavailability of others to do so.

7. Call customers when necessary and advise on boat availability, equipment delivery, schedule for performance of work, and schedule changes.

8. Continually review and follow-up on work performance and completion schedule.

9. Update and close work orders in a timely manner.

10. Review invoices to ensure billing accuracy against work performed.

11. Meet with customer to review charges and collect payment as necessary.

12. May solicit sales for new work, equipment or additional services.

13. Maintains up-to-date-knowledge on operating systems utilized on Princess boat models.

14. Will have regular client contact requiring exceptional customer service communication skills.

15. Follow defined instructions and procedures in performance of tasks.

16. Follow defined safety rules and regulations and maintain a safe, clean work area.

17. All work to be performed to Viking / Princess quality standards.

18. Perform other related duties as necessary and assigned.

Other Responsibilities:

· Become proficient with internal company software.

· Become proficient with Princess CRM system to initiate, monitor, and complete claims.

· Liaise with the service teams and brokers of the sub dealer networks in the PYA territory.

· Accumulate all information required to fulfill billing requirements per the PYL/PYA warranty agreement.

· Attend major boat shows and company functions as needed.

· Attend video conferencing calls as needed.

Qualifications

Associate of Science in Business or related degree or a combination of education and equivalent work experience.

Marine trade and boating knowledge. Captain’s license required within one (1) year.

Proficient in Microsoft Office and other custom computer programs with excellent keyboarding skills

Ability to calculate figures and amounts and interpret technical and financial instructions.

Ability to read and interpret documents such as operating and procedure manuals, blueprints, and maintenance instructions

Excellent communication and customer service skills.

Physical Requirements:

Lift and carry over 10 lbs. and up to 40 lbs. on an occasional basis (over 15% and up to 40%).

Requires occasionally lifting or moving average weight material.

Must be able to stoop, bend, kneel, lift, push, pull and work at heights.

Works under agreeable conditions with exposure to any number of elements (dust, dirt, heat, fumes, cold, vibration, noise, water or chemicals), but with none present to the extent of being disagreeable.

Work may be performed on boats in and out of water.

Other Requirements:

Valid Vehicle Driver’s License

Periodic overtime required

May be required to travel to customer, vendor, or other company locations

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Microsoft Office: 1 year (Required)
• Marine Industry: 1 year (Required)
• Customer service: 1 year (Required)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• West Palm Beach, FL 33404: Relocate before starting work (Required)

Work Location: In person